Multi-modal conversational intercom

ABSTRACT

The techniques discussed herein allow an agent that provides dialog-based services to converse with a user via any mode. A central service programmed to be able to communicate via any mode collects information from agents necessary to act on the agents&#39; behalf. In order to ensure that an agent has a maximal presence across modes, the central service provides auxiliary services such as language translation, fidelity upgrading and/or downgrading, modal constraint conformation, etc. Moreover, the central service provides session tracking via user profiles stored at the intercom so that if a user changes a mode by which the user is conversing with an agent, the central service can keep the context of the conversation across the new mode. Furthermore, agents can communicate with other agents via the central service, allowing other agents to provide services to agents or to add their services to an ongoing dialog with a user.

CROSS-REFERENCE TO RELATED APPLICATIONS

This application is a continuation of U.S. patent application Ser. No.15/083,019, entitled “Multi-Modal Conversational Intercom,” filed Mar.28, 2016, which is incorporated herein by reference in its entirety.

BACKGROUND

Chatbots are computer programs that operate to communicateconversationally in a manner designed to imitate natural humanconversation. Originally a novelty, chatbots now commonly serve ascustomer service to website visitors. They can provide informationresponsive to user queries and can accomplish tasks on behalf of theuser in some cases, such as, completing or cancelling orders. In orderto provide chatbot functionality in a communication channel, developersmust code chatbot functionality into each communication channel forwhich the chatbot functionality it desired. A particular chatbot'sfunctionality is limited to the communication channel for which it isdesigned.

SUMMARY

This summary is provided to introduce simplified concepts relating tomulti-modal agent intercommunication. This summary is not intended toidentify essential features of the claimed subject matter, nor is itintended for use in determining the scope of the claimed subject matter.

Techniques for expanding the modes by which an agent can communicate oract are described herein. A central service, referred to herein as anintercom, allows an agent to provide dialog-based services associatedwith the agent via any mode by collecting information from the agentnecessary to act on the agent's behalf and by being configured to beable to communicate via any mode. In order to ensure that an agent has amaximal presence across modes, the intercom provides auxiliary servicessuch as language translation, fidelity upgrading and/or downgrading,modal constraint conformation, etc. The intercom is dynamic so that theintercom can be programmed to communicate via new modes as they aredeveloped. Moreover, the intercom provides session tracking via userprofiles stored at the intercom so that if user changes a mode by whichthe user is communicating with the agent, the intercom keeps the contextof the conversation across the new mode. Furthermore, agents cancommunicate with other agents via the intercom, allowing other agents toprovide services to agents or to add their services to an ongoing dialogwith a user.

BRIEF DESCRIPTION OF THE DRAWINGS

The detailed description is described with reference to the accompanyingfigures. In the figures, the left-most digit(s) of a reference numberidentifies the figure in which the reference number first appears. Thesame reference numbers in different figures indicate similar oridentical items.

FIG. 1 is a block diagram depicting an example environment usable toimplement multi-modal agent intercommunication.

FIG. 2 is a block diagram depicting an example device that can implementmultichannel agent intercommunication, according to various examples.

FIG. 3A is an example user interface for displaying an agent galleryusable to linked agents with channels associated with a user profile.

FIG. 3B is an example user interface for managing channel associationswith an agent.

FIG. 3C is an example user interface for linking an agent to a userprofile via a particular channel

FIG. 3D is an example user interface for granting an agent permission toaccess a user's groups and messages.

FIG. 4 is an example user interface illustrating an interaction with adirectory agent via a telephone service channel.

FIG. 5 is an example user interface illustrating an interaction with adirectory agent via a group project application.

FIG. 6 is an example user interface for registering an agent to allowthe intercom to act on the agent's behalf.

FIG. 7 is an example user interface for managing channels linked to anagent.

FIG. 8 is an example user interface for linking an agent to a channel.

FIG. 9 is a flow diagram illustrating an example process to create adialog session between at least one agent and a user.

FIG. 10 is a flow diagram illustrating an example process to facilitatedialog between at least one agent and a user associated with a userprofile.

FIG. 11 is a flow diagram illustrating an example process to facilitatedialog between at least one agent and a channel.

DETAILED DESCRIPTION

Overview

This disclosure is directed to techniques to provide multi-modal agentintercommunication. Examples described herein provide techniques toallow at least one agent to provide dialog-based services to a user overmultiple channels without coding the at least one agent for eachcommunication channel. The techniques permit a developer to writeinstructions for an agent that are agnostic to the channels over whichthe agent can converse. This changes the structure of the instructionscomposing the agent itself since sections of instructions comprisingcommunications instructions specific to a channel can be deleted,simplified, or ignored.

In some examples, the techniques can provide this functionality by beingprogrammed to relay communication over any channel and by being providedinformation associated with an agent sufficient to act on the agent'sbehalf. In some examples, the techniques can leverage an API endpoint ofthe agent or some other access point that allows the techniques to makecalls to the services of the agent, including responses to userinquiries, for example. The techniques can additionally be providedinformation sufficient to communicate on behalf of the agent overchannels. Such information can include, for example, client ids andclient tokens generated for the agent upon registration of the agentwith the channels. In some examples, the techniques transformcommunication received from the agent and sent over a channel to a userdevice to be suitable for the channel over which a conversation with auser is being conducted. The techniques remove the necessity to recodean agent for each channel for which a developer desires to provide theability to converse with the agent.

Not only do these techniques reduce developer burdens, but thetechniques allow a specific agent to have a portable presence acrosschannels. For example, the techniques allow a user to have aconversation with an agent across channels without losing context of theconversation. For example, mid-conversation the user can switch channelsand continue the conversation where the user left off in the otherchannel and without having to re-initiate with the agent. In someexamples, the techniques can include one or more of session tracking,communication logging, and/or user profiles including associatedchannels to ensure that a user is able to converse with the same agentwithout losing the context of the conversation. The examples describedherein can also provide auxiliary services to maximize the number ofchannels on which an agent has a presence. The example techniques canalso detect the presence of a service trigger in communication of a userthat corresponds with a service of an agent. This technique allows anagent and/or the service of the agent to be introduced or to be providedwithout having to interrupt a dialog to query the agent.

The term “techniques” can refer to system(s), method(s),computer-readable media encoded with instructions, module(s), and/oralgorithms, as well as hardware logic (e.g., Field-programmable GateArrays (FPGAs), Application-Specific Integrated Circuits (ASICs),Application-Specific Standard Products (ASSPs), System-on-a-chip systems(SOCs), Complex Programmable Logic Devices (CPLDs)), etc. as permittedby the context described above and throughout the document.

Illustrative Environment

FIG. 1 is a block diagram depicting an example environment 100 usable toimplement multi-modal agent intercommunication. The environment 100includes distributed computing resources 102(1)-102(N) that cancommunicate with one another and with external devices via one or morenetworks 106. In some examples, the distributed computing resources102(1)-102(N) can implement the techniques described herein. Forexample, the distributed computing resources 102(1)-102(N) can include acentral service (“intercom 104” herein) to accomplish multi-modal agentintercommunication, which facilitates dialog between at least one agent112(1) and at least one user device 108 across a plurality of channel(s)110 without coding a version of the at least one agent 112(1) for eachcommunication channel. In some examples, the example environment 100 canalternately include a single computing resource, such as, for exampledistributed computing resource 102(1) that implements the techniquesherein. In some examples, some or all of the techniques described forthe distributed computing resources 102(1)-102(N) can additionally oralternatively be implemented by one or more of the client devices 108.In some examples, a client device 110 can be programmed as the centralservice.

In some examples, distributed computing resources 102(1)-102(N) includescomputing devices such as distributed computing resources 102(1)-102(N).Examples support scenarios where distributed computing resources102(1)-102(N) can include one or more computing devices that operate ina cluster and/or other grouped configuration to share resources, balanceload, increase performance, provide fail-over support and/or redundancy,and/or for other purposes. Although illustrated as servers, distributedcomputing resources 102(1)-102(N) can include a diverse variety ofdevice types and are not limited to any particular type of device. Forexample, distributed computing resources 102(1)-102(N) can include anytype of computing device having one or more processing unit(s) operablyconnected to computer-readable media, I/O interfaces(s), and networkinterface(s). The distributed computing resources 102(1)-102(N) can havean agent intercom framework stored thereon, the distributed computingresources 102(1)-102(N) having an agent intercom framework storedthereon collectively composing the intercom 104.

In some examples, network(s) 106 can include public networks such as theInternet, private networks such as an institutional and/or personalintranet, or some combination of private and public networks. Network(s)106 can also include any type of wired and/or wireless network,including but not limited to local area networks (LANs), wide areanetworks (WANs), satellite networks, cable networks, Wi-Fi networks,WiMax networks, mobile communications networks (e.g., 3G, 4G, and soforth) or any combination thereof. Network(s) 106 can utilizecommunications protocols, including packet-based and/or datagram-basedprotocols such as internet protocol (IP), transmission control protocol(TCP), user datagram protocol (UDP), and/or other types of protocols.Moreover, network(s) 106 can also include a number of devices thatfacilitate network communications and/or form a hardware basis for thenetworks, such as switches, routers, gateways, access points, firewalls,base stations, repeaters, backbone devices, and the like. In someexamples, network(s) 106 can include devices that enable connection to awireless network, such as a wireless access point (WAP). Examplessupport connectivity through WAPs that send and receive data overvarious electromagnetic frequencies (e.g., radio frequencies), includingWAPs that support Institute of Electrical and Electronics Engineers(IEEE) 1302.11 standards (e.g., 1302.11g, 1302.11n, and so forth), andother standards.

Example environment 100 also includes client device(s) 108. In someexamples, the client device 108 can include, but are not limited to,desktop computers, server computers, web-server computers, personalcomputers, mobile computers, laptop computers, tablet computers,wearable computers, implanted computing devices, telecommunicationdevices, automotive computers, network enabled televisions, thinclients, terminals, personal data assistants (PDAs), game consoles,gaming devices, work stations, media players, personal video recorders(PVRs), set-top boxes, cameras, integrated components for inclusion in acomputing device, appliances, or any other sort of computing device suchas one or more separate processor device(s), such as CPU-type processors(e.g., micro-processors), GPUs, or accelerator device(s). The clientdevice(s) 108 can be any device by which a user may engage in a dialogwith another entity.

In some examples, the client device(s) 108 are in communication viachannel(s) 110, by which a user can engage in dialog with anotherentity. In some examples, although FIG. 1 depicts the channel(s) 110 asbeing in communication with the client device(s) 108 via network(s) 106,as used herein the term “channel” refers to any electronic communicationmode or method.

Examples of channel(s) 110 can include social network channel(s) 110(1)(e.g., Facebook®, Google+®, Twitter®, etc.), project collaborationchannel(s) 110(2) (e.g., GroupMe®, GitHub®, Basecamp®, etc.), emailservice(s) 110(3) (e.g., Outlook®, Gmail®, etc.), SMS and/or voiceservice(s) 110(4), or any other channel 110(O) by which a clientdevice(s) 108 can engage in dialog with another entity (e.g., AOLInstant Messenger, Gtalk, Slack®, Skype®, Steam®, etc.).

The example environment 100 also includes agent(s) 112 communicativelycoupled to the distributed computing resources 102(1)-102(N) via thenetwork(s) 106. Agent(s) 112 can include any dialog service, where, atleast in one example, “dialog” can include an exchange of naturallanguage. In some examples, “dialog” can include an artificial languageand/or computer code. In some examples, “dialog” can include an exchangeof files. Some examples of agent(s) 112 can include, chatbots;intelligent personal assistants (e.g., Sin®, Cortana®, etc.); activedirectory agents (e.g., agents that respond to user requests regardinginformation stored in an active directory); payment agents (e.g., agentsthat facilitate payment on behalf of the user); search engine agents(e.g., agents that respond with search engine results to userinquiries); joke agents (e.g., agents that respond with a joke); goodsordering agents (e.g., agents that act on behalf of a user to completean order for goods); image annotation agents; calendar agents; agentmaking agents; agent importing agents; office software agents; reminderagents; internet of things control agents; agents for processing andmanaging mapping and directional information; agents for use innote-taking, namely, agents for recording and organizing audioinformation in electronic form; agents for personal informationmanagement; agents for organizing and accessing phone numbers,addresses, and other personal contact information; agents for accessing,browsing and searching online databases; agents for providing consumerresources for searching, locating, rating, evaluating and providingdirections for the purchase, consumption and use of a wide range ofconsumer products, services, and information over a globalcommunications network and using any connected access mode in anyformat, namely, mobile communication devices, desktop internet, email,voice or social media channels; agents for global positioning and forproviding travel directions; agents for enabling hands-free use of amobile phone through voice recognition; agents for making travelarrangements; agents to assist in making reservations at hotels andrestaurants, agents for providing weather information, etc.

In some examples, agent(s) 112 are proprietary computer software in thefield of natural language, speech, speaker, language, voice recognition,and voice-print recognition; computer services, namely, assisting otherswith the implementation, use and operation of computer hardware,computer software, and consumer electronics; technical support services,namely, troubleshooting of computer software problems; computerservices, namely, providing assistance in developing computer systems,databases and applications; providing information in the fields ofcomputer hardware and software development; application service provider(ASP) services featuring hosting computer software applications ofothers; or ASP services featuring computer software and providing onlinenon-downloadable software, namely, computer software for creating,authoring, distributing, downloading, transmitting, receiving, playing,editing, extracting, encoding, decoding, displaying, storing andorganizing text, graphics, images, audio, video, and multimedia content,and electronic publications.

In some examples, agent(s) 112 can include software, hardware, humanresources, or any combination thereof. In some examples, the agent(s)112 can include Amazon Mechanical Turk® (“MTurk”) or other crowdsourcedhuman resources, either in whole or in part. For example, an agentregistered with the intercom 104 at the distributed computing resources102(1)-102(N) can leverage the MTurk API to submit MTurk requests andreturn the results via the intercom. In some examples, agents can act onbehalf of a user using a client device 108. In some examples, the scopeof an agent's permission to act on behalf of a user depends onpermissions granted to the agent by the user. For example, the may beprompted to opt-in to use the services of the agents.

In some examples, an agent can include software coded for a singlestandard or channel. That is, software composing the agent can beagnostic to the type of channel(s) over which the agent communicates andtherefore the agent can be coded to function with one type of channel orcan be coded without any specificity as to a channel. Since, in someexamples, the intercom 104 transforms messages sent to and from agents112 to formats corresponding to respective channels 110, the agent doesnot need to be coded for a specific channel and does not need to becoded for each channel. In some examples, the techniques discussedherein facilitate communication between a user device and at least oneagent 112(1) via any one of a plurality of channels, the agent being asingle application. In other examples not utilizing the intercom 104, anagent comprises one application per channel, where the variousapplications composing the agent are each coded to conform to onechannel. In yet other examples where the intercom 104 is not utilized,the agent comprises multiple modules, the modules programmed to conformmessages to multiple channels, respectively.

Although FIG. 1 depicts a distributed system where the agent(s) 112 aredepicted as communicating over network(s) 106 with the distributedcomputing resources 102, the agent(s) 112 can be stored at thedistributed computing resources 102(1)-102(N) in some examples. In someexamples, the agent(s) 112 can be stored remotely, as depicted. Forexample, the agent(s) 112 can be part of a web service, accessible by anapplication programming interface (API).

FIG. 2 depicts an example device 200, which can represent one or morecomputing resources of the distributed computing resources 102, the userdevice(s) 108, or other computing devices implementing some or all ofthe multi-modal agent intercommunication techniques described herein.Example device 200 can include any type of computing device having oneor more processing unit(s) 202 operably connected to computer-readablemedia 204. The connection may be via a bus 206, which in some instancesmay include one or more of a system bus, a data bus, an address bus, aPCI bus, a Mini-PCI bus, and any variety of local, peripheral, and/orindependent buses, or via another operable connection. Processingunit(s) 202 can represent, for example, microprocessors, controllers orany other suitable type of processors for processing computer executableinstructions to control the operation of the device in order tofacilitate multichannel agent intercommunication. In some examples,where a system on a chip architecture is used, the processing unit(s)202 can include one or more fixed function blocks (also referred to asaccelerators) which implement a part of the method of employing anintercom 104 in hardware (rather than software or firmware).

The computer-readable media 204 includes two types of computer-readablemedia, namely computer storage media and communication media. Computerstorage media can include volatile and non-volatile, non-transitorymachine-readable, removable, and non-removable media implemented in anymethod or technology for storage of information (in compressed oruncompressed form), such as computer (or other electronic device)readable and/or executable instructions, data structures, programmodules, and/or other data to perform processes or methods describedherein. Computer storage media includes, but is not limited to harddrives, floppy diskettes, optical disks, CD-ROMs, DVDs, read-onlymemories (ROMs), random access memories (RAMs), EPROMs, EEPROMs, flashmemory, magnetic and/or optical cards, solid-state memory devices,and/or other types of physical machine-readable media suitable forstoring electronic instructions.

In contrast, communication media embodies computer-readableinstructions, data structures, program modules, and/or other data in amodulated data signal, such as a carrier wave, and/or other transmissionmechanism. As defined herein, computer storage media does not includecommunication media.

Example device 200 can include, but is not limited to, desktopcomputers, server computers, web-server computers, personal computers,mobile computers, laptop computers, tablet computers, wearablecomputers, implanted computing devices, telecommunication devices,automotive computers, network enabled televisions, thin clients,terminals, personal data assistants (PDAs), game consoles, gamingdevices, work stations, media players, personal video recorders (PVRs),set-top boxes, cameras, integrated components for inclusion in acomputing device, appliances, and/or any other sort of computing devicesuch as one or more separate processor device(s), such as CPU-typeprocessors (e.g., micro-processors), GPUs, and/or accelerator device(s).

In some examples, as shown regarding device 200, computer-readable media204 can store instructions executable by the processing unit(s) 202,which can represent a CPU incorporated in device 200. Computer-readablemedia 204 can also store instructions executable by an external CPU-typeprocessor, executable by a GPU, and/or executable by an accelerator,such as a Field Programmable Gate Array (FPGA)-type accelerator, adigital signal processing (DSP)-type accelerator, and/or any internal orexternal accelerator.

Executable instructions stored on computer-readable media 202 caninclude, for example, an operating system 208, an intercom framework210, and other modules, programs, and/or applications that can beloadable and executable by processing units(s) 202. The intercomframework 210 can include agent registration and discovery module 212,dialog conversion/relay module 214, communication log module 216,session tracking module 218, and/or auxiliary services module 220. Thetechniques can be deployed in more or less modules. As mentioned above,the functionally described herein can be performed, at least in part, byone or more hardware logic components such as accelerators. For example,and without limitation, illustrative types of hardware logic componentsthat can be used include FPGAs, Application-specific Integrated Circuits(ASICs), Application-specific Standard Products (ASSPs),System-on-a-chip systems (SOCs), Complex Programmable Logic Devices(CPLDs), etc. For example, an accelerator can represent a hybrid device,such as one from XILINX or ALTERA that includes a CPU core embedded inan FPGA fabric.

In the illustrated example, computer-readable media 204 also includes adata store 222. In some examples, data store 222 includes data storagesuch as a database, data warehouse, and/or other type of structured orunstructured data storage. In some examples, data store 222 includes arelational database with one or more tables, indices, stored procedures,and so forth to enable data access. Data store 222 can store data forthe operations of processes, applications, components, and/or modulesstored in computer-readable media 204 and/or executed by processor(s)202, and/or accelerator(s), such as modules 212-220. For example, datastore 216 can store an agent database, agent data, user profiles,value-added service data, version data, iteration data, clock data, andother state data stored and accessible by the intercom framework 210.Alternately, some or all of the above-referenced data can be stored onseparate memories such as memories of the distributed computingresources 102(1)-102(N), client device(s) 108, agent(s) 112, a memory onboard a CPU-type processor (e.g., microprocessor(s)), memory on board aGPU, memory on board an FPGA type accelerator, memory on board a DSPtype accelerator, and/or memory on board another accelerator).

Device 200 can further include one or more input/output (I/O)interface(s) 224 to allow device 200 to communicate with input/outputdevices such as user input devices including peripheral input devices(e.g., a keyboard, a mouse, a pen, a game controller, a microphone oraudio input device, a touch input device (e.g., touch screen, touch pad,etc.), a gestural input device, camera(s), and the like) and/or outputdevices including peripheral output devices (e.g., a display, a printer,audio speakers, a haptic output, bone conduction for audio sensation,and the like). In some examples, the I/O interface(s) 224 can be used tocommunicate with client device(s) 108 or agent(s) 112. Device 200 canalso include one or more network interface(s) 226 to enablecommunication between computing device 200 and other networked devicessuch as client device(s) 108 and/or agent(s) 112. Such networkinterface(s) 226 can include one or more network interface controllers(NICs) and/or other types of transceiver devices to send and/or receivecommunications over a network, such as network(s) 106.

Example device 200 includes an example intercom framework 210 that canbe distributively or singularly stored on device 200, which, asdiscussed above, can include one or more devices such as distributedcomputing resources 102(1)-102(N). Some or all of the modules can beavailable to, accessible from, or stored on a remote device and/ordistributed computing resources 102, which can be configured as a cloudservices system. In some examples, an intercom framework 210 includesmodules 212-220 as described herein that provide multichannel agentintercommunication. In some examples, any number of modules could beemployed and techniques described herein as employed by one module canbe employed by a greater or lesser number of modules.

The agent registration and discovery module 212 can includecomputer-executable instructions that, when executed, program processingunit(s) 202 to register agents and facilitate discovery of the agents byusers. In some examples, to register agents the agent registration anddiscovery module 212 can be configured to receive information regardingan agent which it can store in a directory of agents. In some examples,the agent registration and discovery module 212 can store the directoryof agents in the data store 222 or in separate memories. In someexamples, the information composing the directory of agents can includeone or more of agent names, agent descriptions, agent API endpointreferences, agent keys for linked channels (e.g., client token, clientid, etc.), agent account information (e.g., miscellaneous data necessaryfor intercom 104 to act on the agent's behalf if agent keys are notavailable), agent publisher identities, agent publisher emails, agentassociated websites, agent icons, agent owners, identifications of anagent language, hashtags, and/or indications of desired value-addedservices.

In some examples, the intercom 104 can make calls to the agent API viathe API endpoint references to send and receive messages, files, and/orother communication on behalf of the agent. Calls by the intercom 104 tothe agent API can also cause the agent to perform services associatedwith the agent. It is contemplated that other suitable configurations tointerface with the agent can be used. For example, if the agentcomprises and/or relies upon human resources, at least in part, otherinterfaces can be used such as a user interface such as a graphical userinterface, a natural language interface, a menu, a form, command line,etc. In some examples, the agent registration and discovery module 212can also be used to register new channels. For example, if a new channelis developed, the agent registration and discovery module 212 canreceive information about the new channel sufficient to transformmessages sent to the agent from the new channel and received from theagent to be relayed over the new channel. Such information can includeAPI endpoints, agent keys for accessing the new channel, channelcommunication protocols, channel constraints, channel fidelity, etc. Insome examples, added new channels can be available to all users (i.e.,published to all developers) or added new channels can selectively beavailable only to certain users (e.g., authorized users) or in certainscenarios (e.g., when certain conditions are met).

In some examples, agent registration and discovery module 212 canfacilitate linking an agent to a channel. As used herein, “linking” caninclude authenticating, associating, providing information sufficientsuch that the intercom framework 210 can facilitate communicationbetween at least one agent 112(1) and at least one user device such asby sending and receiving messages on behalf of the at least one agent112(1) via a channel, etc. In some examples, the agent registration anddiscovery module 212 is configured to receive agent keys (e.g., a clientid and client secret or token) for channels to which the agent has beenlinked. In some examples, the module can provide a guide to set up anaccount for the agent on a channel and/or authenticate the agent on thechannel (e.g., authorization schemes for interacting with a channel'sservice via its exposed API). In some examples, once registered viaagent registration and discovery module 212, the intercom 104 can usedata stored in the agent directory to make requests on behalf of anagent, such as requests to send and/or receive messages and/or filesover the channel.

Furthermore, in some examples, the agent registration and discoverymodule 212 can also collect information to include in a user profile,which the agent registration and discovery module 212 can maintain inthe data store 222 or other memories. In some examples, the user profilecan include one or more of a user identification, user deviceassociations, states of user devices, states of user device interactionwith agents, states of user device interaction with channels, agentslinked to channels associated with the user (e.g., agents that have beenadded to a conversation by a user, agents with which the usercommunicates directly, etc.), language(s) of the user, biographical dataof the user, communication logs associated with the user, analyticsrelated to the communication logs developed by auxiliary services module220, etc. In some examples, the intercom framework 210 can use the userprofile to tailor communication to the user based at least in part onone or more of the data composing the user profile described above.

In some examples, dialog conversion/relay module 214 can includecomputer-executable instructions capable of configuring processingunit(s) 202 to facilitate dialog between at least one agent 112(1) andat least one user device across a plurality of channels without coding abot for each communication channel. In some examples, the dialogconversion/relay module 214 can include computer-executable instructionscapable of retrieving data from a directory of agents (e.g., agent-sideof intercommunication layer) and/or user profiles (e.g., client-side ofintercommunication layer). In some examples, the dialog conversion/relaymodule 214 functions as a proxy layer between at least one agent 112(1)and at least one user device via a channel. In some examples, the dialogconversion/relay module 214 can act on behalf of an agent to send and/orreceive communication and/or take other actions over a channel (e.g.,communication between the intercom 104 and the user device via achannel) and send and/or receive communication from at least an APIendpoint associated with the agent (e.g, communication between the agentand the intercom) in order to facilitate dialog between the agent and auser device. In some examples, the dialog conversion/relay module 214can send and/or receive a communication and/or take other actions onbehalf of the agent. In some examples, the dialog conversion/relaymodule 214 can take such action on behalf of the agent with other agentsor over other services, such as, for example, search engine requests,order processing, human input requests, etc. For example, the dialogconversion/relay module 214 can send requests on the behalf of the agentto other agents and relay responses of the other agents to the agent.

In some examples, the dialog conversion/relay module 214 is configuredto ensure that dialog between an agent and a user device via a channelconforms to constraints of the channel and/or supports disparate channelfidelities even when the agent is written to support limited channelfidelities. For example, the dialog conversion/relay module 214 caninclude computer-executable instructions capable of configuringprocessing unit(s) 202 to conform communication provided to a channelfrom an agent to constraints of that channel and vice versa. Forexample, if an agent was written for Slack®-related services, whichallows for posting images, and the channel that is dialoging with theagent is an SMS channel, the dialog conversion/relay module 214 canrespect the constraints of the SMS channel and convert messages from theagent to 140-character messages and include images as links in the140-character messages that are hyperlinked to the image content.Therefore, the agent having the Slack®-related services doesn't need tobe re-written for the SMS channel. Similarly, in some examples, thedialog conversion/relay module 214 can modify fidelity of received andsent communication based on agent and/or channel fidelity, respectively.Low fidelity channels include channels with more sparse content, suchas, for example, SMS, messaging, email, web pages, surveys, otherquestionnaires, other forms, etc. High fidelity channels are morecontent rich, such as, for example, voice, video-conferencing, hologram,etc. In some examples, the dialog conversion/relay module 214 caninterface with the auxiliary services module 220 to facilitate dialogbetween an agent and a channel of disparate fidelities. For example, ifan agent was written as a questionnaire web-based form, modules 214 and220 can convert questions of the questionnaire into naturalconversational language audio using suitable text-to-voice conversiontechniques to provide to the user via the channel and convert receivedvoice or other responses from the user to textual inputs to provide tothe agent. Similarly, audio can be converted to video viaspeech-to-video techniques.

This example also illustrates the capability of the intercom framework210 to provide multi-modal conversation. In some examples, the dialogconversion/relay module 214, the auxiliary services module 220, thesession tracking module 218, and/or other modules can determine a formatof communication most suitable for a channel and context. For example, ahigh fidelity channel can be capable of sending and receiving many formsof communication but not all or certain ones of the forms can be usefulin certain instances. For example, a high fidelity channel can becapable of video, voice, and text communication simultaneously. Theintercom framework 210 can be aware of the fidelity of the channel(e.g., by information provided regarding the channel and stored at theintercom 104) and can be capable of communicating via all of theseformats simultaneously. Alternatively, the intercom framework 210 canchoose one or more formats or switch between formats of communicationdepending on the context. For example, if part of an agent's responseduring a dialog with a user includes information that needs to be savedfor later, it may be more appropriate to provide that information viatext so that the user can more easily capture it, even if the user waspreviously video chatting with or voice-calling the agent. In someexamples, the intercom framework 210 can transition between or addvarious formats of communication. In some examples, the user can directthe intercom 104 to transition between or add communication formats. Forexample, a user may be dialoging with an agent via an email channel, butthe user may want the bot to continue the dialog via telephone with theuser or another person. The dialog conversion/relay module 214 cantransform from email message to speech dialog sent to the channel. Thedialog conversion/relay module 214 can also transform communicationreceived from channels to a form intelligible by the agent and/or an APIof the agent. Moreover, to facilitate conversion of communication to beappropriately formatted for specific channels, the dialogconversion/relay module 214 can store a database comprising channelformat information (e.g. schema information, protocol information,fidelity information, encryption schema information, etc.). In someexamples, the database can further comprise associations betweenrequired information to formulate communication (e.g., text datacomposing a message for a text channel, video data composing a streamingvideo message for a video channel, etc.) on a channel, agent outputs,and auxiliary services to call to transform agent outputs to a formatacceptable for a channel.

Furthermore, the intercom framework 210 can ensure that theconversational context of the conversation can be preserved throughchanges of the channel which a user is using. In some examples, theintercom framework 210 can capture and store communication via thecommunication log module 216.

In some examples, the intercom framework 210 can determine a best formatfor the communication based at least in part on a conversational contextof the conversation (e.g., from natural language processing provided bythe auxiliary services module 220, etc.), a context of the user, a usecontext, a user device status, a channel status, agent service type,service trigger type, information contained in a user profile,information in the agent directory, etc.

A user can initiate dialog with an agent in a variety of ways, dependingon the channel with which the user wants to dialog with the agent. Insome examples, the user may not be aware of the channel type (e.g., auser encounters a kiosk linked to the agent). In some examples, for somechannel types, the user can initiate communication with an accountassociated with the agent. For example, the user could send an SMS to aphone number associated with the agent, an email to an email accountassociated with the agent, a chat to a profile associated with theagent, a message directed to a social network profile associated withthe agent, etc. In some examples, the user having a user profilemaintained by the intercom framework 210 can associate an agent with theuser profile and thereby gain access to the agent. In some examples, theuser can add the agent as a contact within a channel. In some examples,the agent can have multiple identities as contacts in multiple channels.In some examples, by adding to one channel an agent contact withmultiple identities across multiple channels, a user can add the agentacross up to all of the multiple channels. In other examples, the usercan additionally or alternatively initiate communication with an agentby adding the agent to a contact list or by adding the agent to adiscussion group. For example, a user can add the agent to a groupdiscussion or other collaborative communication channel.

In some examples, the dialog conversion/relay module 214 can pass thedialog between channels. The decision to move dialog to another channel,to add a form of communication to the channel, or to add a channel canbe based, at least in part, on data collected by the session trackingmodule 218 in some examples. In some examples, session tracking module218 can track session data such as, for example, a channel-in-use by theuser, active/inactive status of client device(s) and/or channel(s),analytics regarding use of channel(s) and/or client device(s) (e.g.,time of day, locations, purposes, for which channel(s) and/or clientdevice(s) are used), channels more or less commonly used on differentclient devices, dialog data, identities of parties communicating in adialog, etc. In some examples, session tracking module 218 can detect achange in a channel-in-use by a user based at least in part on one ormore of volume of user activity, a cessation of communication via onechannel and a start or continuation of communication in a secondchannel, time of day, an active status, a channel that a user hasindicated is the channel-in-use, a preferred channel, a channel fromwhich most-recent communication has been received, or a channelpreferred to be the channel-in-use based at least in part on one or moreof a time, a location of the user, an IP address associated withcommunication received from the channel, a calendar event, or a statusof a device.

In some examples, the communication log module 216 can capture at leastpart of communication composing dialog between at least one agent 112(1)and user device(s). In some examples, the communication log module 216can store the communication in a communication log. In some examples,the communication log module 216 may retain communications in thecommunication log for a duration of time from the time it was firststored and then the communication log module 216 can delete the data(e.g., for the duration of a dialog, for a user pre-defined duration,until a user dissociates from an agent, until a user profile associatedwith the communication log is deleted or deactivated, for a week, for ayear, for five years). In some examples, the communication log module216 can encrypt the communication log. In some examples, thecommunication log can be secured by security policies of the device 200.In some examples, the communication log module 216 can provide an optionto a user to begin, stop, or never log communication. The communicationmodule 216 can also allow a user to select format(s), channel(s), anduser device(s) from which communication logs can be captured and/orstored. In some examples, the user can also select value-added services(e.g., services of the auxiliary services module 220) and/or agent(s)that have permission to access the communication log.

In some examples, the communication log can be accessed by the auxiliaryservices module 220, the dialog conversion/relay module 214, or thesession tracking module 218 to facilitate fluid dialog between an agentand the user. For example, the auxiliary services module 220 can includea message-intelligent service that uses natural language processing,disambiguation, and/or other processing methods to detect servicetriggers, cultural context of a user, and/or other biographical dataabout a user from a communication log and/or ongoing dialog. As referredto herein, any catalyst for interaction with an agent can be referred toas a “service trigger,” whether that is through a direct query to theagent, dialog with the agent, detecting the applicability of a serviceprovided by the agent as discussed above, etc. In some examples, servicetriggers are portions of user communication that are associated with oneor more services of one or more agents. To identify service triggers,the auxiliary services module 220 can include natural languageprocessing, voice-to-text techniques, video-to-text techniques, and/orother semantic disambiguation techniques and techniques that convertdialog to a format useable by the natural language processing servicesto identify when a service of an agent may be relevant. In someexamples, the auxiliary services module 220 can be programmed tocontinuously monitor dialog for service triggers. In other examples, theauxiliary services module 220 can be programmed to monitor dialog forservice triggers at the user's direction, during a time of day, onparticular channel(s), between the user and particular agent(s), foragent(s) having a certain level of permissions, etc.

For example, if one user sends another user a communication including atime, place, people, and locations, the auxiliary services module 220can detect one or a combination of these to include a service triggerassociated with services associated with an agent in the agentdirectory. For example, one or a combination of a time, place, people,and location can be related to a service trigger for one or more of acalendar service, an open-time-finding service, a food ordering service,a directions service, etc. In that example, the dialog conversion/relaymodule 214 can ask either or both users if they would like to havemeeting data added to their calendars or whether they want to beintroduced to an agent with which they have not associated and thatprovides a service associated with the service trigger detected. In someexamples, agents can “hand off’ or introduce other agents. For example,the intercom framework 210 and/or an agent in dialog with a user candetermine that a detected service trigger is either outside the scope ofthe services associated with the agent or that another agent can providemore robust services of the type of the service trigger detected. Inthese instances, the agent and/or the intercom framework 210 can offerto introduce one or more other agents that are associated with servicesassociated with the service trigger (e.g., add the one or more otheragents to the dialog or query agent-to-agent while keeping the dialogopen between the user and the agent without adding the queried agent(s))or can offer to change the entity with which the user is dialoging(i.e., “hand off”). In some examples, the message-intelligent service ofauxiliary services module 220 can detect topics, tasks, entities,intents, etc., that can function as service triggers.

In some examples, the auxiliary services module 220 can also detect acultural context and/or other biographical data associated with a userfrom the communication log or an ongoing dialog with at least one agent112(1). In some examples, cultural context can include language(s)spoken and/or understood by a user, dialect, geographical location,demographical information, level of education, occupation, estimatedsex, estimated gender, etc. The auxiliary services module 220 can usethe cultural context to modify communication to and from an agent to fitthe cultural context. For example, the auxiliary services module 220 caninclude translation services to translate a language of a user to alanguage of a bot and/or other service and vice versa and/or to modifyvocabulary, tone, pitch, gender, and/or intonation, etc., ofcommunication composing the dialog, whether the communication providedto the agent and/or the communication provided to the channel.

In some examples, the auxiliary services module 220 can also includeface detection and recognition services, emotion detecting services,beauty detecting services, computer vision services, video understandingand transformation services, image understanding and transformationservices, speech recognition services, speaker recognition services,spell check services, Language Understanding Intelligent Service (LUIS),web language model services (e.g., extended natural languageprocessing), etc. In some examples, the services can be embodied as oraccessible by APIs. In some examples, the services described hereincomposing the auxiliary services module 220 can receive as an inputeither communication sent from an agent to a user or communicationreceived from a user intended for the agent. The services can relaytheir output to the intended party, whether the agent or the user. Insome examples, the auxiliary services module 220 can comprise machinelearning algorithms to enhance the one or more services of auxiliaryservices module 220 and/or the other modules of the intercom framework210 using one or more communication logs and/or ongoing dialog.

In an example instance to illustrate some of these techniques, an agentcan include a burrito-ordering agent. A user can discover the agent'sexistence one of a variety of methods, such as through an agent galleryonline or through a physical advertisement, and contact the agent via achannel or add the agent to a channel used by the user. The agentregistration and discovery module 212 can relay to the agent messagesreceived from a user device via a channel pertaining to a burrito order.In this example, a burrito order comprises multiple service triggers. Aburrito order comprises multiple parts such as an identity of an entityfrom which the burrito may be purchased, information about the burritoto be ordered, payment, and delivery/pickup arrangements. Each of thesedetails of the order can act as service triggers that may implicate theservices of one or more agents. In some examples, the agent registrationand discovery module 212 can facilitate dialog between at least one ofthe agents whose services may be applicable with a user, and facilitatequeries between agents in order to formulate satisfactory dialog (e.g.,a burrito restaurant agent can contact a payment agent and a searchengine map agent to arrange payment and provide driving directions to arestaurant, respectively). In other examples, the agent registration anddiscovery module 212 can facilitate inclusion of second or more agentsin the dialog with the user (e.g., the user is introduced to the otheragents or the user can be handed off to another agent to dialog withthat agent about a service provided by that agent). The agent canrequest the intercom framework 210 query other bots (e.g., schedulingagent, payment agent) or other services (e.g., search engines) in orderto formulate responses to the user device in a dialog regarding aburrito order.

Example User Interfaces

FIGS. 3A-3D depict an example user interface 300 through which thetechniques can be deployed. In particular, FIGS. 3A-3D depict an exampleuser interface for a website designed to allow a user to link an agentto a user profile via a particular channel (with channels already solinked also illustrated). FIG. 3A depicts a portion of an example agentgallery, the agent gallery including depictions (302) of particularagents, agent names (304), agent descriptions (306), agent hashtags(308), and channels to which an agent has been linked (310). In someexamples, agent galleries can be publicly viewable and discoverable. Insome examples, agent galleries or certain agents of the plurality ofagents composing the agent gallery can be non-discoverable by the publicand can require a user profile to view. In some examples, agentgalleries can facilitate discovery of agents by users and provideinformation about the channels linked to a user profile that the userhas also linked to an agent.

For example, FIG. 3A depicts a Directory Agent designed to provideinformation to a user regarding information from an active directory fora corporation. The gallery includes an “enterprise” hashtag to allow auser to filter agents by that hashtag. In the depicted example, a userhas already linked the Directory Agent to the user's accounts on a mixedmedia service channel (e.g., Skype, etc.) (icon 312), an email service(icon 314), and a telephone service (e.g., an SMS service, a callservice, etc.) (icon 316). Note that, in some examples, a user'saccounts for channels can be associated with the user's profilemaintained by the intercom. In some examples, the intercom 104 canmaintain the user profile including the user account associationswithout storing user credentials for the user accounts. In someexamples, the intercom 104 can maintain the user profile including theuser account associations by storing user names or similarly publiclydiscoverable data, but not private data such as, for example, passwords.

FIG. 3B depicts an example user interface for managing channels to whichan agent can be linked. The example user interface displays userinformation for the three channels to which the Directory Agent hasalready been linked. The example user interface displays an option toconnect to a project collaboration channel called “GroupProject.” Byselecting this link, the user interface transitions to the use exampleuser interface depicted in FIG. 3C, which can provide an authenticationinterface for providing credentials to the project collaborationchannel. In some examples, the credentials are supplied to the channeldirectly and the intercom 104 facilitates the authentication. In someexamples, the intercom 104 can be agnostic to the credentials becausethe intercom 104 can store an API endpoint for the agent and channelcredentials for the agent. In this example, a user need only permit anagent to access messages and/or groups and/or to be authenticated on auser profile stored by the intercom. In some examples, a user caninitiate communication with an agent by messaging an account associatedwith the agent and/or adding the agent to a conversation. FIG. 3Ddepicts an example user interface for granting an agent access tomessages and/or groups, thereby linking the agent to a channelassociated with a user profile.

Agent registration and discovery module 212 can includecomputer-executable instructions to configure processing unit(s) 202 torender the user interface 300 via a display (via I/O interface(s) 224).

FIG. 4 depicts an example user interface 400 for dialoging with anexample agent (Directory Agent) over a telephone service channel (e.g.,SMS channel). In some examples, as in the example illustrated, dialogwith an agent can be conducted by messaging a phone number linked to theagent, the phone number, API endpoint, and key for the agent beingstored by the intercom 104 in some examples. In the example depicted inFIG. 4, the dialog includes a user query 402 regarding directoryinformation. The intercom, having access to the API endpoint and key forthe agent and therefore being able to receive and send messages on theagent's behalf, can detect whether the user device from which themessage has been sent has permission to access resources accessible tothe agent, such as, in this example, an active directory. Although theuser may be logged into an intercom 104 user profile, the agent canadditionally require authentication in some examples. In the depictedexample, the agent responds via the intercom 104 to the user query 402with a request for further authentication 404. Upon authentication, theagent continues the dialog and responds to the user query.

FIG. 5 depicts an example user interface 500 for dialoging with anexample agent (Director Agent) over a group collaboration application.In this example, the example agent has been previously added to thediscussion as a member of the group discussion, “Coworkers.” In someexamples, in similar examples, the intercom 104 can provide value-addedservices such as natural language processing and/or disambiguation todetect when a service associated with the agent is relevant to theconversation. Based at least in part on this detection, the intercom 104can form a query to the agent to obtain a response from the agent thatthe intercom 104 can provide to the group. In some examples, theintercom 104 can format the query to conform with queries typically madeto the agent. For example, a member of the group may make a commentregarding a certain topic without querying the agent and the commentmade by the group member may not, without modification, elicit a usefulresponse from the agent. The intercom, using natural languageprocessing, can detect that the topic is relevant to a service of theagent and can form a query to the agent regarding the topic and providethe agent response to the group as an agent suggestion, where an agentsuggestion is communication from the agent when the information was notrequested by a user.

FIG. 5 also depicts an example of an “introduction” between agents. At502, Jenny asks a question that can potentially be interpreted to berelated to both an individual's schedule and, due to the nature ofscheduling, a location of the individual. In some examples, the intercom104 can facilitate dialog with a second agent having services related tothe service trigger. The intercom 104 can facilitate dialog with thesecond agent when a first agent does not provide a service composing theservice trigger and the second agent does, when a user has indicated apreference of the second agent for one or more service types and theservice trigger is associated with one of those service types, when thesecond service provides a service more adequately or satisfactorily,etc.

Returning to the example, Directory Agent can provide Jenny informationfrom an active directory that relates to meetings (e.g., where anindividual can be met), and the intercom 104 can insert a second agent(Calendar Agent, for example) into the dialog. In some examples, theintercom 104 can ask for permission to introduce the second agent beforefacilitating conversation with the second agent. In some examples, theintercom 104 can be configured to associate agents on behalf of a userso that “hand offs” and “introductions” may go more smoothly. In otherexamples, the intercom 104 can request the user associate the secondagent with the channel. In another un-depicted example, Directory Agentcan query Calendar Agent through the intercom framework 210 to receivedata related to the service trigger at 502 and relay Calendar Agent'sresponse to the intercom framework 210 which, in some examples, can thenrelay the message to the channel on behalf of the Directory Agent.

FIG. 6 illustrates an example user interface 600 for registering anagent. In some examples, the information received can be stored in anagent directory. The user interface 600 illustrates some examples of auser interface for collecting the data discussed above in regard to theagent registration and discovery module 212. FIG. 6 also depicts theability for an agent registrar to select value-added services toactivate for the agent (602). In some examples, these options are shownfor a sub-group and/or up to all of the services. In other examples,these options are not shown for the value-added services. Module 212 caninclude computer-executable instructions to configure processing unit(s)202 to render the user interface 600 via a display (via I/O interface(s)224).

FIG. 7 illustrates an example user interface 700 for managing channelslinked to an agent. In some examples, the channel, address, enablementstate, and/or settings can be stored in the agent directory or can beotherwise available to the intercom 104. Module 212 can includecomputer-executable instructions to configure processing unit(s) 202 torender the user interface 700 via a display (via I/O interface(s) 224).

FIG. 8 illustrates an example user interface 800 for linking an agent toa channel. In the example, the channel is a “mixed media service.” Theexample also includes a guide for authenticating the agent on a channelso that the intercom 104 can make requests on behalf of an agent, suchas requests to send and/or receive messages and/or files over thechannel. In this example, the guide can include instructions to create achannel account, register the agent application, acquire a client id andclient token assigned by the channel (e.g., revealed in the client idparameter in a redirect URL provided in response to the registration),and provide the client id and client token to the intercom 104 (i.e., toauthorize the intercom 104 to act on behalf of the agent). Module 212can include computer-executable instructions to configure processingunit(s) 202 to render the user interface 800 via a display (via I/Ointerface(s) 224).

Example Processes

FIGS. 9-11 illustrate example processes 900, 1000, and 1120, which canbe performed in whole or in part. These processes can, but need not be,performed in the environment 100 of FIG. 1 and/or using the device 200of FIG. 2.

FIG. 9 depicts an illustrative process 900 of implementing multi-channelagent intercommunication. At 902, the intercom 104 can store a userprofile in any manner described herein. At 904, the intercom 104 canlink one or more channels to the user profile in any manner describedherein. In some examples, the illustrative process 900 can, at 904,alternatively or additionally link one or more channels to an agent.

At 906, the intercom 104 can maintain a directory of a plurality ofagents in any manner described herein. In some examples, the pluralityof agents are associated with providing user services responsive todialog with the user and the plurality of agents being linked to one ormore channels. In some examples, the services can include providinginformation responsive to a service trigger contained in dialog with theuser, acting on behalf of the user, initiating actions outside thesystem, etc. At 908, the intercom 104 can create a dialog sessionbetween at least one agent 112(1) of the plurality of agents and a user.In some examples, the dialog session is configured to receive and sendmessages at an API endpoint of the at least one endpoint, the messagesreceived from and sent to the API endpoint (i.e., from the agent) can berelayed to a user device via a channel (e.g., via a channel's API). Insome examples, the messages can be relayed based at least in part on anassociation of the at least one agent 112(1) with a user profileassociated with the channel, the user, and/or the user device.

FIG. 10 depicts an illustrative process 1000 of implementingmulti-channel agent intercommunication. At 1002, the intercom 104 canstore a user profile having one or more communication channelsassociated therewith in any manner described herein. At 1004, theintercom 104 can receive a service trigger from a communication channelassociated with the user profile. In some examples, the service triggeris patent (e.g., no disambiguation or further processing is required toidentify the service trigger—the service trigger is self-identifying).In some examples, the service trigger is latent (e.g., the servicetrigger is contained within communication received from the channel butthe communication must first be processed in any manner described hereinto identify the service trigger) and the illustrative process 1000 canfurther include processing the received service trigger to identify atleast one agent 112(1) associated with a service corresponding to theservice trigger.

At 1006, the intercom 104 can identify at least one agent 112(1)associated with a service corresponding to the service trigger in anymanner described herein. In some examples, agents of a plurality ofagents can have service identifiers associated with the plurality ofagents to expose to the intercom 104 their functionality and tofacilitate accurately identifying agents that provide services thatcorrespond to service triggers. In some examples, service triggers cancomprise single or multiple terms. In some examples, the intercom 104can perform an optimization of the service trigger terms and the serviceidentifiers to identify at least one agent 112(1) associated with aservice corresponding to the service trigger.

At 1008, the intercom 104 can facilitate dialog between the at least oneagent 112(1) and a user associated with the user profile in any mannerdescribed herein.

FIG. 11 depicts an illustrative process 1000 of implementingmulti-channel agent intercommunication. At 1102, the intercom 104 canintercept communication in a channel in any manner described herein. Insome examples, “in a channel” can include communication input into achannel and output by a channel API to the intercom 104. In someexamples, “in a channel” can include intercepting communication internalto a channel service. In some examples, the intercom 104 can store theintercepted communication in a communication log in any manner describedherein.

At 1104, the intercom 104 can identify a service trigger from theintercepted communication in any manner described herein. At 1106, theintercom 104 can identify at least one agent 112(1) associated with aservice corresponding to the service trigger in any manner describedherein. At 1108, the intercom 104 can facilitate dialog between the atleast one agent 112(1) and the channel in any manner described herein.

Example Clauses

A. A system comprising: one or more processors; a network interface; andcomputer-readable media having stored thereon computer-executableinstructions, that, when executed, program the one or more processors toperform operations comprising: storing a user profile of a user, theuser profile being associated with one or more channels by which theuser is able to communicate; maintaining a directory of a plurality ofagents including the agent and including references to services providedby the plurality of agents, the plurality of agents including at leastone non-human agent; linking, to the at least one non-human agent,multiple channels by which the non-human agent is able to communicate;receiving communication including a service trigger via the networkinterface from a channel associated with the user profile, the servicetrigger including a reference to at least one of the non-human agent ora service provided by the nonhuman agent; and based at least in part onthe service trigger, creating a dialog session, between the at least onenon-human agent and the user via the network interface, using a channelthat is associated with the user profile and is linked to the at leastone non-human agent.

B. The system as paragraph A recites, wherein the directory furthercomprises references to application programming interface (API)endpoints associated with the plurality of agents and wherein creatingthe dialog session includes: receiving messages from the user over thechannel; relaying the messages to the at least one non-human agent viaan API endpoint associated with the at least one non-human agent;receiving responses from the at least one non-human agent via the APIendpoint; relaying the responses to the user over the channel on behalfof the at least one non-human agent.

C. The system as paragraph A or B recites, wherein the channel is afirst channel and the operations further comprise: capturing dialogbetween the at least one non-human agent and the user via the dialogsession; detecting a change of activity on the first channel; detectinga change of activity on a second channel of the multiple channels, thesecond channel also being associated with the user profile; andmaintaining the dialog session between the at least one nonhuman agentand the user using the second channel, wherein maintaining the dialogsession includes continuing the dialog between the non-human agent andthe user and routing messages via an API endpoint associated with the atleast one non-human agent over the second channel, the second channelbeing linked to the at least one non-human agent.

D. The system as any of paragraphs A-C recites, wherein the detectingthe change of activity includes: monitoring or receiving one or more ofan active status of a channel; a user indication; a preferred channel; achannel from which a majority of communication is being received; achannel from which most-recent communication has been received; or achannel preferred to be the channel-in-use based at least in part on oneor more of: a time, a location of the user, an IP address associatedwith communication received from the channel, a calendar event, or astatus of a device.

E. The system as any of paragraphs A-D recites, the operations furthercomprising formatting communication between the at least one non-humanagent and the user to conform to standards of the channel.

F. The system as any of paragraphs A-E recites, wherein the at least onenon-human agent is stored at a location remote from the system andcommunicates with the system via the network interface.

G. The system as any of paragraphs A-F recites, the operations furthercomprising: capturing communication in a channel associated with theuser profile; identifying the service trigger from the capturedcommunication; and selecting the at least one non-human agent based atleast in part on a reference to services provided by the at least onenon-human agent that correspond to keywords associated with the servicetrigger.

I. The system as any of paragraphs A-H recites, wherein the servicetrigger comprises a first service trigger, and the operations furthercomprise: identifying from the dialog session a second service triggerassociated with a service provided by at least a second agent of theplurality of agents; and adding the second agent to the dialog session,the adding including: relaying, to the second agent via an API endpointassociated with the second agent, messages sent to and from the at leastone non-human agent and the user, respectively; and relaying messagesfrom the second agent via the API endpoint associated with the at leastsecond agent to the at least one non-human agent and the user over thechannel.

J. The system as any of paragraphs A-I recites, wherein the at least onenon-human agent is a first agent and the operations further comprise:receiving an indication from the first agent that a request received viathe dialog session from the channel is outside a scope of servicesprovided by the first agent; identifying at least a second agent thatprovides services associated with the request; and adding the secondagent to the dialog session, the adding including: relaying to thesecond agent via an API endpoint associated with the second agentmessages sent to and from the first agent and the user, respectively;and relaying messages from the second agent via the API endpointassociated with the at least second agent to first agent and the userover the channel.

K. The system as any of paragraphs A-J recites, wherein creating thedialog session includes at least one of: receiving a message addressedto the at least one non-human agent from the user over the channel, themessage including contact information of the at least one non-humanagent corresponding to the channel; receiving a request from the user toadd the at least one nonhuman agent to a dialog on the channel; orreceiving a request to link the at least one non-human agent to thechannel.

L. The system as any of paragraphs A-K recites, the operations furthercomprising: maintaining a directory of channels; adding informationcorresponding to a channel to the directory of channels, the informationfor linking agents or user profiles to the channel; receiving andstoring information pertaining to agents in the directory of agents;receiving one or more of a client id or a client token for web servicesassociated with an agent, at least one of the client id or client tokenallowing the system to: relay messages on behalf of the agent; and callservices provided by the agent; and receiving one or more of a client idor a client token associated with authentication of an agent on achannel, at least one of the client id or client token allowing thesystem to relay messages on behalf of the agent over the channel.

M. A computer-readable medium having stored thereon instructions that,when executed, program one or more processors to perform operationscomprising: registering an agent, the agent including disparateinstructions that, when executed, program one or more processors toperform operations comprising providing services responsive to naturallanguage dialog and the registering including receiving an applicationprogramming interface (API) endpoint associated with the agent andauthentication credentials corresponding to multiple channels on whichthe agent has been authenticated to interact with channel services;receiving requests to dialog with the agent from a plurality ofchannels; and relaying dialog between the agent and the plurality ofchannels using the API endpoint and the authentication credentials ofthe agent.

N. The computer-readable medium as paragraph M recites, wherein relayingdialog between the agent and a channel of the plurality of channelsincludes: receiving messages from the channel on behalf of the agentusing a sub-group of the authentication credentials; relaying themessages to the agent via the API endpoint; receiving responses from theagent via the API endpoint; and relaying the responses to the channel onbehalf of the agent using the authentication credentials.

O. The computer-readable medium as paragraph M or N recites whereinusing the authentication credentials includes authenticating a centralservice to act on behalf of the agent, the central service: registeringthe agent, receiving requests to dialog with the agent, receiving themessages, relaying the messages, receiving the responses, and relayingthe responses.

P. The computer-readable medium as any of paragraphs M-O recites, theoperations further comprising: storing a user profile having one or morechannels associated therewith; and tracking a dialog session between theagent and a channel associated with the user profile, the trackingincluding associating a dialog identifier with the agent, the channel,and the user profile.

Q. The computer-readable medium as any of paragraphs M-P recites, theoperations further comprising: receiving a message from a differentchannel associated with the user profile; and continuing the dialogbetween the agent and the user by using the different communicationchannel, the continuing including additionally associating the differentchannel with the dialog identifier or alternatively associating thedifferent channel with the dialog identifier in place of the channel.

R. A method comprising: intercepting communication in a channel;identifying a service trigger from the intercepted communication;identifying at least one agent associated with a service correspondingto the service trigger; and relaying dialog between the at least oneagent and a channel endpoint associated with the channel.

S. The method as paragraph R recites, wherein the service triggerincludes one or more of: keywords that are associated with the service,subject matter corresponding to the service, a received user locationcorresponding to the service, a time corresponding to the service, adata type corresponding to the service, a request to add an agent to aconversation, a reference to an agent, or a request for a service.

T. The method as paragraph R or S recites further comprising:identifying a change from a first channel to a second channel; and basedat least in part on the change in channel, relaying the dialog betweenthe at least one agent and an endpoint associated with the secondchannel.

U. The method any of paragraphs R-T recites further comprising:detecting one or more of a fidelity of the channel or constraints of thechannel; and conforming responses of the at least one agent to one ormore of the fidelity of the channel or the constraints of the channel.

V. A computer-readable media having thereon computer-executableinstructions to, upon execution, configure a computer to perform amethod as any of paragraphs R-U recites.

W. A system comprising: means for processing, means for storing, andmeans for performing any steps of a method as any of paragraphs R-Urecites.

CONCLUSION

Although the subject matter has been described in language specific tostructural features and/or methodological acts, it is to be understoodthat the subject matter defined in the appended claims is notnecessarily limited to the specific features or acts described. Rather,the specific features and acts are disclosed as example forms ofimplementing the claims.

The modules described herein represent instructions that can be storedin any type of computer-readable medium and can be implemented insoftware and/or hardware. All of the methods and processes describedabove can be embodied in, and fully automated via, software code modulesand/or computer-executable instructions executed by one or morecomputers or processors, hardware, or some combination thereof. Some orall of the methods can alternatively be embodied in specialized computerhardware.

Conditional language such as, among others, “can,” “could,” “may” or“might,” unless specifically stated otherwise, are understood within thecontext to present that certain examples include, while other examplesdo not include, certain features, elements and/or steps. Thus, suchconditional language is not generally intended to imply that certainfeatures, elements and/or steps are in any way required for one or moreexamples or that one or more examples necessarily include logic fordeciding, with or without user input or prompting, whether certainfeatures, elements and/or steps are included or are to be performed inany particular example.

Conjunctive language such as the phrase “at least one of X, Y or Z,”unless specifically stated otherwise, is to be understood to presentthat an item, term, etc. can be either X, Y, or Z, or any combinationthereof. Unless explicitly described as singular, “a” means singular andplural.

Any routine descriptions, elements or blocks in the flow diagramsdescribed herein and/or depicted in the attached figures should beunderstood as potentially representing modules, segments, or portions ofcode that include one or more computer-executable instructions forimplementing specific logical functions or elements in the routine.Alternate implementations are included within the scope of the examplesdescribed herein in which elements or functions can be deleted, orexecuted out of order from that shown or discussed, includingsubstantially synchronously or in reverse order, depending on thefunctionality involved as would be understood by those skilled in theart.

It should be emphasized that many variations and modifications can bemade to the above-described examples, the elements of which are to beunderstood as being among other acceptable examples. All suchmodifications and variations are intended to be included herein withinthe scope of this disclosure and protected by the following claims.

What is claimed is:
 1. A system comprising: one or more processors; anetwork interface; and computer-readable media having stored thereoncomputer-executable instructions that, when executed, cause the one ormore processors to perform operations comprising: maintaining aplurality of communication channels for electronic communication via thenetwork interface; maintaining a directory of a plurality of agents,each agent being a computer program that, when executed, implements adialog-based service to provide information; identifying a dialogsession via a first communication channel of the plurality ofcommunication channels between a first agent and the user device,wherein the first communication channel is associated with a pluralityof content formats; determining, based on a context of the dialogsession and the plurality of content formats of the first communicationchannel, a preferred content format to utilize during the dialogsession; converting one or more messages from the first agent to thepreferred content format for communication to the user device via thefirst communication channel; maintaining the dialog session between thefirst agent and the user device; identifying an updated context of thedialog session; determining, based on the updated context of the dialogsession and the plurality of content formats of the first communicationchannel, a second preferred content format to utilize during the dialogsession; and converting one or more messages from the first agent to thesecond preferred content format for communication to the user device viathe first communication channel.
 2. The system of claim 1, wherein thesecond preferred content format is different from the first preferredcontent format.
 3. The system of claim 1, wherein the first agentcommunicates utilizing a first agent content format.
 4. The system ofclaim 3, wherein the first agent content format is different from bothof the first preferred content format and the second preferred contentformat.
 5. The system of claim 1, wherein the plurality of contentformats comprises natural conversational language audio, a web-basedform, text-based communications, video, and images.
 6. The system ofclaim 1, wherein the first preferred content format is one of a voicecall or a video chat.
 7. The system of claim 6, wherein the secondpreferred content format is a text communication.
 8. The system of claim7, wherein the second preferred content format is utilized whilesimultaneously continuing to utilize the first preferred content format.9. One or more computer storage media that, when executed by a computingdevice, causes the computing device to perform a method, the methodcomprising: via one or more processors: maintaining a plurality ofcommunication channels for electronic communication via the networkinterface; maintaining a directory of a plurality of agents, each agentbeing a computer program that, when executed, implements a dialog-basedservice to provide information; identifying a dialog session via a firstcommunication channel of the plurality of communication channels betweena first agent and the user device, wherein the first communicationchannel is associated with a plurality of content formats; determining,based on a context of the dialog session and the plurality of contentformats of the first communication channel, a preferred content formatto utilize during the dialog session; converting one or more messagesfrom the first agent to the preferred content format for communicationto the user device via the first communication channel; maintaining thedialog session between the first agent and the user device; identifyingan updated context of the dialog session; determining, based on theupdated context of the dialog session and the plurality of contentformats of the first communication channel, a second preferred contentformat to utilize during the dialog session; and converting one or moremessages from the first agent to the second preferred content format forcommunication to the user device via the first communication channel.10. The media of claim 9, wherein the second preferred content format isdifferent from the first preferred content format.
 11. The media ofclaim 9, wherein the first agent communicates utilizing a first agentcontent format.
 12. The media of claim 11, wherein the first agentcontent format is different from both of the first preferred contentformat and the second preferred content format.
 13. The media of claim11, wherein the second preferred content format is utilized whilesimultaneously continuing to utilize the first preferred content format.14. The media of claim 9, wherein the method further comprises switchingfrom the first preferred content format to the second preferred contentformat.
 15. The media of claim 9, wherein the context is one or more ofa conversational context of a conversation and a context of a user. 16.The media of claim 9, wherein the determining of the preferred contentformat to utilize during the dialog session is further based on one ormore of a user device status, a channel status, and user profileinformation.
 17. A computerized method comprising: maintaining aplurality of communication channels for electronic communication via thenetwork interface; maintaining a directory of a plurality of agents,each agent being a computer program that, when executed, implements adialog-based service to provide information; identifying a dialogsession via a first communication channel of the plurality ofcommunication channels between a first agent and the user device,wherein the first communication channel is associated with a pluralityof content formats; determining, based on a context of the dialogsession and the plurality of content formats of the first communicationchannel, a preferred content format to utilize during the dialogsession; converting one or more messages from the first agent to thepreferred content format for communication to the user device via thefirst communication channel; maintaining the dialog session between thefirst agent and the user device; identifying an updated context of thedialog session; determining, based on the updated context of the dialogsession and the plurality of content formats of the first communicationchannel, a second preferred content format to utilize during the dialogsession; and converting one or more messages from the first agent to thesecond preferred content format for communication to the user device viathe first communication channel.
 18. The method of claim 17, wherein thesecond preferred content format is different from the first preferredcontent format.
 19. The method of claim 17, wherein the first agentcommunicates utilizing a first agent content format, and wherein thefirst agent content format is different from both of the first preferredcontent format and the second preferred content format.
 20. The methodof claim 17, further comprising: identifying a second dialog session viaa second communication channel of the plurality of communicationchannels between the first agent and the user device, wherein the secondcommunication channel is associated with a second plurality of contentformats, and wherein the plurality of content formats comprises anadditional content format different from any of the plurality of contentformats associated with the first communication channel; andcommunicating at least one message from the first agent to the userdevice via the second communication channel utilizing the additionalcontent format different from any of the plurality of content formatsassociated with the first communication channel.